Angie Rota

Angie Rota

Work History

Work History
May 1999 - Present

Corporate Service Centre - Team Leader

Vodafone New Zealand
  • Work Experience:

March 2010 – Present

Corporate Service Centre Team Leader

  • Key was to build a team and new processes from Day 1
  • Map processing
  • Understanding the customer base at that time and ensuring key stakeholder relationships, i.e. Sales, technology, support were across changes I was making and changes they wanted to have
  • Successfully led the team to what they are today with a clear streamlined process
  • Ensured up skilling and cross skilling for phone agents and Case Mangers so that they worked as one team not two teams
  • Instrumental in leading the team to positive NPS results YTD is +48% two of these months marked at 100%
  • Ability to manage change effectively
  • Playing/played a key part in coaching and development across the business call centre
  • Supporting peers to become successful leaders through my experience
  • Engaging my team to play more of a leadership role to support other areas of the business to increase visibility of themselves and to share their extensive knowledge
  • Ability to crisis manage
  • Keeping stakeholders in the loop and managing escalations and coaching to those escalations
  • Engaging and developing a team that is self managing in all aspects of the role, allowing me time to reduce failure demand, work with my superiors to work more effectively
  • Effectively Managing Vodafone's Top 300 Corporate Customers in delivering an exceptional customer service by ensuring we have the right people in this role
  • Process Improvement
  • Call identification and reduction
  • Basic Six Sigma Training - not qualified
  • Direct reports 11

October 2009 – March 2010

Channel Support Team Leader

  • Leading and developing a team of individuals to be the best they can be
  • Delivering to our key stakeholders and ensuring all communication was going through to all regions that could be impacted by system, network general issues/queries
  • Encouraged New Team leader at the time to rebuild the store visits and build relationships with dealerships and retails to ensure we are also meeting their needs
  • Instrumental in moving the team to one team rather than 2 teams (change management)
  • Ability to cross manage across teams as well as effectively manage my own
  • Direct reports 15

April 2007–October 2009Vodafone New Zealand - Waikato

Service Delivery & Service Relatioship Manager

  • Liaise with Marketing to introduce customers to new products & services
  • Managing purchase orders for accounts & events
  • Managing building maintenance
  • Ensuring in depth understanding of Clients needs & offering best products & services to meet these requirements
  • Creating strong relationships with Clients for successful business relationships.
  • Recruitment of new Clients to the Vodafone network
  • Creating and managing strong relationships with Key Stakeholders
  • Ensure that clients requirements are met from a service delivery aspect by providing up to date reporting, products and services without the need to request

2001–April 2006Vodafone New Zealand

Team Manager, Acting Call Centre Manager, Retention Manager, Campaign Team.

  • Direct report – Contact Centre Manager
  • Scheduling, time keeping & decision making.
  • Constructive feedback to fellow peers & team members, as well as up skilling,training & disciplinary action.
  • Rostering & administrative tasks.
  • Ensuring reward & recognition programmes, & health & safety.
  • Recruitment & team development & career development
  • Basic Project Management
  • Direct Reports 15 and Contact Centre
  • Compilaton of detailed analysis of statistical data relating to company KPI's and Call Centre Performance

1999–2001Vodafone New Zealand

2IC: Inbound Call Centre, Customer Services Representative, Channel Support

2IC.

  • Handling of Customer queries inbound
  • Achieving set KPI’s as per company targets
  • Trouble shooting Customer issues
  • Conflict resolution with Customers
  • Reaching, maintaining & exceeding personal KPI’s
  • Resolution of Customer issues – Technical, Billing, Collections, General
  • Maintaining & updating personal knowledge base of Company systems & services
  • Compilation & evaluation of statistical data relating to company KPI’s
  • Evaluation of team performance & offering feedback where required
  • Call coaching & development
  • Identifying of training needs & providing coaching
  • Managing the relationships between retail, dealerships and Vodafone.

1994–1999Post Haste Couriers

Customer Services Representative

  • Telephone sales & support
  • Ordering & receiving stock.
  • Track & trace.
  • RT Operator
  • Support of 50+ Delivery drivers.

Interest

I am an active Board Member of Kia Aroha College and work hard to ensure the school deliver an exceptional standard of education to ensure our Maori and Pacific Island community within South Auckland enable themselves for greater career choices in their future.

My 14 year old son (Brady) is a member of this school and academically has year on year won Whakawhanaunga Tanga Awards(leadership) and Academic Awards.

His interests tend to be mine, therefore he is also an Airforce Cadet with Squadron 4 at Ardmore Airport, so alot of activities we do are around, gliding, arms, suvival etc.

Reading, swimming, supporting and participating in charitable events for non government funded institutions.

Objective

To obtain a dynamic position to demonstrate proficiency as a Leader of People in a people orientated organization .

I am confident with my 19+years of customer service skills and experience will enable me to make a significant difference within your business.

Certifications

Certifications

Customer Focus

Harvard Manage Mentor

Managing Upward

Harvard Manage Mentor

Leading and Motivating

Harvard Manage Mentor

Developing Employees

Harvard Manage Mentor

Ethics at Work

Harvard Manage Mentor